IT Support Specialist — Frontline User Help Desk

MEC (Mayville Engineering Company, Inc.); Milwaukee (WI); On-site; USD 48,000 - 62,000; Full time

Job summary

MEC (Mayville Engineering Company, Inc.) is seeking a Technical Support Specialist to provide frontline IT support for employees in a manufacturing setting. You will troubleshoot hardware, software, and systems, ensuring users stay productive and informed.

The role emphasizes prompt customer-focused service, documentation, and knowledge sharing, with opportunities to improve processes and user experiences across the organization.

Qualifications

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.
• Minimum of one year of technical support or help desk experience.
• Experience supporting Windows 11 operating systems.
• Experience supporting Microsoft Office applications.
• Familiarity with diagnostic and troubleshooting utilities, such as Process Explorer and Microsoft Sysinternals.
• Strong verbal and written communication skills.
• Excellent customer service and relationship-building abilities.
• Strong attention to detail and organizational skills.
• Proven analytical and problem-solving capabilities.
• Ability to prioritize multiple tasks and perform effectively in a fast-paced environment.

Responsibilities

• Serve as the first point of contact for IT support requests received through phone, email, chat, and web portal.
• Deliver prompt, professional, and customer-focused technical support while building positive relationships with users.
• Diagnose and resolve hardware, software, and system issues, escalating complex problems when necessary.
• Prioritize incidents and service requests to meet established service level agreements (SLAs).
• Document troubleshooting efforts, solutions, and resolutions to ensure effective knowledge sharing and issue tracking.
• Research and implement solutions using internal resources and external knowledge bases.
• Provide hands-on desktop support, including hardware repairs, peripheral setup, and workstation troubleshooting when remote support isn't sufficient.
• Perform preventive maintenance on computers, printers, networks, and software systems to help minimize downtime.
• Create user-friendly help guides, FAQs, and troubleshooting documentation.
• Support IT hardware and technology systems within a manufacturing environment.
• Identify opportunities to improve processes, enhance service delivery, and strengthen the user experience.

Job description

MEC (Mayville Engineering Company, Inc.) is seeking a Technical Support Specialist to provide frontline IT support for employees in a manufacturing setting. You will troubleshoot hardware, software, and systems, ensuring users stay productive and informed.

The role emphasizes prompt customer-focused service, documentation, and knowledge sharing, with opportunities to improve processes and user experiences across the organization.